performance management

Performance Reviews vs. Performance Management in the Contact Center

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Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees1.” ​Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business ​world. It seems […]

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